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Business Profile

Computer Software Developers

Salesforce.com, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Important information

Complaints

This profile includes complaints for Salesforce.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 86 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2026

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Billing and contract dispute with REMOVED, a Salesforce company, over our Enterprise Grid account. In July 2024, REMOVEDmoved us into Enterprise Grid through a rushed sale involving a former employee. By November 2025, seven months before the June 4, 2026 renewal, we had documented our dissatisfaction and repeatedly requested a plan reflecting our usage. REMOVEDsaid the contract could not be changed mid-term, although it previously changed our plan and pricing mid-term when moving us into Grid. We incurred charges because the difference between removing and deactivating users was not explained. Our Primary Org Owner remains a former employee who left in 2024. REMOVEDrepeatedly said ownership could be corrected, then said that guidance was wrong and offered no workable solution.Despite our pre-renewal requests, REMOVEDrenewed the account, changed billing from monthly to annual, and is demanding a disputed $6,982.42 under threat of outside collections. The same day, REMOVEDoffered quarterly billing and a transition to Business+, then withdrew that option and demanded full payment. REMOVEDclaims an agreement binds us through June 2027 but has not provided the executed agreement, signature pages, or identity and authority of the alleged signer. We have not refused to pay for authorized services; we dispute enforcement of a renewal without the underlying agreement. We made good-faith efforts for months to resolve directly before filing, but no reasonable resolution was offered. We are not seeking a refund. We request that REMOVED: (1) suspend collections during review; (2) produce the agreement and signer authorization; (3) withdraw the renewal and balance if it cannot produce a valid authorized agreement; (4) move us to a standard Slack plan month-to-month; (5) make REMOVEDthe authorized account owner and billing contact; and (6) transfer Primary Org Ownership from the former employee to REMOVEDso we can administer our account.

      Business Response

      Date: 08/06/2026

      Dear BBB,

      This customer's Contract was already terminated to Bad-Debt and sent to 3rd Party Collections. Customers with a Bad Debt status may return as active customers once their balance is paid in full to the collections agency. After the payment is confirmed and cleared, the collection agency will contact the REMOVEDBad Debt team to initiate the reinstatement process.

      Please note that the account reactivation process can take up to 72 hours to complete after payment confirmation.

      Thank You,
      REMOVEDCustomer Success

    • Initial Complaint

      Date:07/16/2026

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Issue started 1/30/26 when employee REMOVEDfrom REMOVEDcoerced our employee into signing a contract that they had no authorization to sign. We have attempted to resolve the issue with Slack but they are ignoring our emails. We were now placed with a collections agency through REMOVEDfor a contract that should be null/void after advising non-authorized employee to sign under false pretense.

      Business Response

      Date: 07/27/2026

      Dear BBB, 

      This customer's request has been handled internally. They should have received a response from their Account Executive. This has been resolved. 

      Thank You,

      Salesforce Customer Success

      Customer Answer

      Date: 07/27/2026

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. They have updated our account back to what it was.

      Sincerely,

      REMOVED

    • Initial Complaint

      Date:06/10/2026

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Our company entered into an agreement with REMOVEDfor implementation of a CRM system and has paid approximately $50,000 toward the project. To date, we have not received a functioning CRM solution that our team has been able to use in operations. Despite the amount paid, the product has not been delivered in a usable form from our perspective, and we are not being asked to pay an additional $36,000, while also being advised that legal action may follow if payment isn't made. Throughout the process we raised concerns regarding the status of implementation and usability of the system. We did not feel those concerns resulted in a workable resolution. Before, posting this, we reviewed other publicly available customer complaints and found experiences that appeared similar to ours, which increased our concern about how this matter was handled. At this point, we are seeking on of the following: (1) Delivery of a functioning CRM solution consistent with what was contracted, or (2) a fair financial resolution.

    • Initial Complaint

      Date:06/03/2026

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We obtained REMOVEDin hopes to improve our business. It has helped and we had an inconvenience as our accountant suddenly died. Since he had all control of our accounts and the second in charge was away we had to wait. I reached out to REMOVEDafter receiving my first invoice and requesting an extension on payment. I was directed to my sales REMOVEDwho then redirected the question else where. Based on the circumstances of our case and after finally gaining most to all control of accounts we reached back out to SF as our new accountant wanted an address for mailing checks. After sending that email we had no response to address the issue. An email was sent to billing and one to the sales REMOVEDwho just got back to me today and finally gave me the address. While we believed we would have time as payment was mailed. REMOVEDsuspended our account. We have clients leads and data stored and services connected and they suspend us. The aggressiveness of REMOVEDto immediately suspend is absurd. A $billion company performing so inappropriately.

    • Initial Complaint

      Date:04/09/2026

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      REMOVEDhas been a loyal Salesforce customer for over a decade across four consecutive contracts. We are filing this BBB complaint because REMOVEDhas engaged in a pattern of unfair billing and collection practices. Refusing license reductions for over three years despite documented requests. REMOVEDto a payment plan and then reneging. Extracting a $70,000 payment under threat of suspension, then suspending anyway. Violating its own REMOVEDAgreement (Section 5.5). Escalating to collection threats while the dispute remains active. Charging for services not being provided.

      Business Response

      Date: 04/23/2026

      Dear BBB,

      I apologize the service received was less than ideal. I have reached out internally to address this customer's concerns. I have also turned their auto-renew to No, so their Contract does not continue to renew. I highly advise the customer log a billing case with REMOVEDto request the progress of their request. 

      Thank You, 

      Salesforce Customer Success

    • Initial Complaint

      Date:02/20/2026

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This complaint addresses REMOVEDs handling of our account renewal, which was executed without proper notice, communication, or authorization, despite an established and consistent renewal process followed in prior years. Historically, all Salesforce communications and renewals were routed through a point of contact within our firm and coordinated with internal leadership. This process functioned effectively under prior account executives and established a clear precedent for renewal engagement.Following reassignment to a new Account Executive, REMOVEDfailed to provide any notice or outreach regarding the upcoming renewal to the point of contact prior to contract execution. Our representative initiated communication with the new Account Executive in June 2025, the upcoming renewal was never raised by the Account Executive. During a July 31, 2025 call, account cancellation was explicitly discussed, and the Account Executive indicated that appropriate internal contacts would be engaged to facilitate cancellation. Subsequent efforts to cancel the account were met with delays, conflicting information, and deflection of responsibility. REMOVEDlater asserted that outreach had been made to a different individual within our organization, while the point of contact was never engaged regarding the renewal. Escalations in September and October 2025 failed to address the core issuethat the renewal occurred without proper notice or engagementand no meaningful resolution was provided despite REMOVEDSupport acknowledging the matter should have been handled differently.While this dispute remained active, REMOVEDescalated the matter to collections. In January 2026, REMOVEDthreatened referral to a third-party collections agency despite having received a detailed written timeline contesting the renewal. This escalation occurred without addressing the substance of the dispute.

    • Initial Complaint

      Date:02/07/2026

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing a complaint regarding a software purchase and billing experience with REMOVED.On January 29, 2025, I spoke with two REMOVEDsales representatives who assured me that the Pro Suite product would meet my business needs and include the features and support required for my workflow. Based on those representations, I agreed to purchase the product under a plan totaling approximately $900 billed monthly at about $70 per month plus taxes. I completed the required payment authorization as instructed.After the purchase was completed, communication stopped. I did not receive proper onboarding, configuration assistance, or functional access to the application. I have sent multiple follow-up emails to the sales department and have received no response since enrolling.I contacted customer support but did not receive effective assistance or resolution. I also attempted to reach the billing department to request help and discuss cancellation or refund options but have not been able to reach anyone who can resolve the issue.Current situation: I am being billed under a plan totaling about $900 I cannot properly access or use the application Sales representatives are non-responsive Support has not resolved the access problem Billing has not responded regarding cancellation or refund I am a small business owner and purchased this system specifically to run my travel advisory business. The lack of access, onboarding, and post-sale support does not match what was represented during the sales process and has caused operational and financial harm.I am requesting assistance in obtaining either immediate working access with proper onboarding support or cancellation and refund.I am submitting this complaint so the matter can be reviewed and resolved.

      Business Response

      Date: 02/10/2026

      Dear BBB, 

      I have turned this customer's auto-renew to No. Your Contract will end 1/28/2027. Unfortunately we can not cancel mid-Contract. 

      Thank You,

      Salesforce Customer Success

      Customer Answer

      Date: 02/10/2026

      I"ve never used the program, can't even log in. You can't hold me hostage.

      Sincerely, 

    • Initial Complaint

      Date:02/05/2026

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the software on the 28th of January and asked the REMOVEDfor a walk. She stated that she would help to get this done. I wanted for 6 days and still no response. I have called 5 times and asked for help and just keep getting transferred and told that there is nothing they can do. Im in a contract but no one told me about that I would have to keep going through this. I want cancellation since there is no help with setting this up and completing my onboard with saleforce.

      Business Response

      Date: 02/06/2026

      Dear BBB,

      Thank you for your claim. I have turned the customer's auto-renew to No to ensure a renewal did not occur. This customer's Contract will end 1/28/2027. If further assistance is needed, please log a case with REMOVED.

      Thank  You,

      Salesforce Customer Success

      Customer Answer

      Date: 02/06/2026

       
      Complaint: 24489522

      I am rejecting this response because:
      I didnt not ask when I was signed up and the length of this. 
      Im filing case pertaining to me purchasing the REMOVEDand not being setup and the uploads were pictures of me speaking with the REMOVEDand telling me that once it was purchased in REMOVEDand set up the account. Nothing has been done and I have called in 9 times to get this done to your escalation department. I still have heard a responds. There is no way to speak to customer service only IT department for both numbers listed. So please I have called log records, your sales REMOVEDs REMOVEDstating that they dont know what to do. But your REMOVEDare advising that when you purchase the software it will be set in 24/48 hours and its not! 

      Sincerely,

      REMOVED

      Business Response

      Date: 02/10/2026

      Dear BBB,

      Please log a case with REMOVEDfor assistance with a cancellation.

      Thank You,

      Salesforce Customer Success

      Customer Answer

      Date: 02/19/2026

      Complaint rejection taken in dictation by BBB REMOVEDSS 02/19/2026 
      The business has not addressed the situation with my REMOVEDset up. I have an event coming up. All I am asking is to have a call setup to help walk me through the REMOVED. 
      They sent me an email, that someone will be reaching out with me with the setup of the REMOVEDyesterday. There is a link to a form to fill out and I filled it out before. 

      Customer Answer

      Date: 02/20/2026

      This is what I got today as an email.  Account executive screens - (REMOVED) screens my calls and sends to voice mail. Never responds to calls. And now she is stating that I will have to purchase more  products, when she asked me when purchasing , what kind of company do I have and in a zoom call with a another personal and suggested this was correct. And stated that I will have the account setup with a different department. 
      I explained to her I was leaving ghl and that I need a system setup asap or what's in the system to complete the tasks needed. 

      Now after I asked to cancel due to no communication on the 4th of February, she is now stating other items is to be purchased. 

      I just want this canceled, I again and it's being overlooked. I have ask to cancel and refund me!

      Business Response

      Date: 02/25/2026

      Dear BBB, 

      Please email REMOVEDfor further assistance with your cancellation request. 

      Thank You, 

      Salesforce Customer Success

      Customer Answer

      Date: 02/28/2026

       
      Complaint: 24489522

      I am rejecting this response because: I was told this was fine a week ago, and I just received a charge again on the 28th. Prior to this you all told me that my card was taken off file through here. But you just charged me again. On the 4th of February I asked REMOVEDto cancel this subscription and refund me. And Im still be charged. I have been blocked for the login portal as well so I cant access billing

      Sincerely,

      REMOVED

    • Initial Complaint

      Date:01/22/2026

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      An un-authorized employee signed up for a service with this company. I contacted them and notified them of the mistake.

      Business Response

      Date: 02/02/2026

      Dear REMOVED, 

      Thank you for your claim. Please log a billing case to have this further investigated. Please email REMOVEDfor further assistance. Our internal teams will be more than happy to further assist you. 

      Thank You, 

      Salesforce Customer Success

    • Initial Complaint

      Date:01/03/2026

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      According to previous complaints (#REMOVED, #REMOVED, #REMOVED) salesforce.com agreed to stop sending emails to me. Yet today I have four emails sent within a hour of each other coming from IP addresses of REMOVEDall of which are salesforce.com IP addresses

      Business Response

      Date: 01/12/2026

      Dear BBB, 

      I was not able to find this customer's email address in our system. I am not sure where the emails are coming from. It is not from our internal team. 

      Thank You,

      Salesforce Customer Success

      Customer Answer

      Date: 01/12/2026

       
      Complaint: 24349744

      I am rejecting this response because:

      an example from one of their emails:

      header.d=REMOVED.salesforce.com

      sender IP is REMOVED

      which belongs to salesforce.com.

      NetRange: REMOVED- REMOVEDCIDR: REMOVEDNetName: SALESF-3 NetHandle: NET-128-245-0-0-1 Parent: NET128 (NET-128-0-0-0-0)NetType: Direct Allocation OriginAS: Organization: Salesforce.com, Inc. (SALESF-3)RegDate: 2019-12-02 Updated: 2019-12-02 Ref: REMOVEDOrgName: Salesforce.com, Inc.OrgId: SALESF-3 Address: Attn: Accounts Payable Address: REMOVEDPostalCode: REMOVEDCountry: US RegDate: 1999-11-30 Updated: 2024-11-25 Ref: REMOVED


      Sincerely,

      REMOVED

    Salesforce.com, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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